Help Desk Services

We Take Care of Your Customers Like You Would Yourself

Whether you’re looking to supplement your technical support, expand it to non-peak hours, or completely outsource it, NeoNova’s highly-trained, U.S. based call center agents will take care of your customers like you would yourself, 24 hours a day, 7 days a week, 365 days a year.

Help Desk Services

With NeoNova’s efficient, data-driven Help Desk Services, you can supplement or fully replace your help desk services with a fanatically customer-focused, 24x7x365 team of highly-trained technical support agents.

Fully Branded Support Experience

Our support team acts as an extension of your team, and your customers will be greeted and treated just as if they were calling into your office. Upon receiving a call, email, or chat, agents immediately see your customized greeting, any special instructions you’ve provided, equipment specifications and troubleshooting steps, customer information, and much more. You can even create messages for your customers to listen to while in queue to alert them about upcoming specials or events.

Built to Satisfy Customers

Phone, live chat, and email support

With the added convenience of live chat and email support, customers can get support however they prefer.

Time saving callback feature

Customers can request a call-back, and the system will hold their place in queue as they go about their day instead of waiting on hold.

Outage notifications

Customers can be greeted with affiliate-specific notifications regarding service issues when calling in so they get information faster and more efficiently than ever before.

Low hold times, high first call resolution

Our highly trained staff, efficient processes, and state-of-the-art technology ensure your customers will get the support they need quickly, increasing their satisfaction with your services.

Anytime support

Customers use your services 24×7. Why not support them 24×7? With NeoNova support solutions, your customers can call, email, or chat any time they need help. The result? They get to be back up and running more quickly. You get to have happier customers.

Worry Free Service and Scalability

With NeoNova handling your support needs, you don’t need to worry about managing resources and unpredictable costs for office space, tools and software, staffing, training, system security, data management, and other issues related to maintaining your own technical support center. And as you grow your business, NeoNova’s help desk services will scale with your needs, eliminating troublesome staffing, customer satisfaction, and budgeting issues.

Efficient Processes, Effective People

NeoNova strives to hire the kind of people that you would want to hire yourself. Each member of our entirely U.S. based support staff is fully trained when they first come on board, with frequent additional training sessions to reinforce and enhance their skillset. Our dedicated, experienced agents and battle-tested processes mean we can offer high first-call resolutions, minimized hold times during peaks and outages, reduced call lengths, virtually unlimited call handling capabilities, and the ability to cross-sell and up-sell.

Robust Reporting and Transparency

You can access all of the information about your customers’ calls, including real time wallboards with live call info, average hold times, call topics and resolution percentage. At any time, you can pull calls to listen to the conversations between your customers and our agents. Satisfaction data is available as soon as a call is resolved and your customer completes the survey.